1. Service as a Revenue Source %< 5%5-10%15-20%25-30%40%100% Count332312 Percentage of revenue derived from services: %18-30%25%65%100% Count1111 Percent margin derived from services: Is after-service support a revenue or a cost center? Revenue centerCost center 115

2. What is the current level of outsourcing in your company for:

3. Customer Service Performance Current target/realized value (6 responses): 98%/99% 75%/80% 85%/? 95%/96% 95%/96% 95%/92% 95%/90-98%

4. Asset efficiency  Service parts inventory turnover (6 responses)  ≤ 1  1 – 2  2  1 – 12  2 – 15  ≤ 10  Service labor utilization rate (4 responses)  75%  80%  85%  95%

5. How important is your company’s service business to your organization’s competitive advantage?